U.S. BANCORP

2019-08-27

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-26

N Haven, CT

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: XX/XX/2019 I got a letter from ELAN FINANCIAL SERVICES THAT I WAS DUE {$37.00} is owed to be after further investing my account. My card is suppose to be closed and my account closure is in pending status. I was suppose to get my check by XX/XX/19 I never got my check. I called XX/XX/19 Customer Service stated that they never mailed by check and now I have to wait 10 business days to get my check. unacceptable.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-26

IL

Closing an account

Checking or savings account: Savings account

Funds not received from closed account
Complaint: I closed my two accounts back on XX/XX/XXXX this year because I relocated to XXXX, Illinois, and there are no US bank branches nearby. I requested that a check of each account is sent to my new mailing address. I never received a check, so I contacted the 24-hour customer service ( I initially contacted the branch office, which is located on XXXX XXXX, XXXX, MN, where I opened the accounts, but I was directed to contact the 24-hour customer service ) and was told that two checks had been sent to my residence. I never received any of the checks. They told me that I had to fill out two Declaration of Loss forms. I filled out the forms and sent back in the provided envelopes.The address shows XXXX XXXX XXXX and I believe its address is XXXX XXXX XXXX, XXXX, MN XXXX. Since then, I have received only one check of {$100.00} from my checking account, but not for the balance ( {$2600.00} ) on my savings account. I contacted the XXXX branch office where I opened my accounts and the 24-hour customer service many times, and the XXXX XXXX. ( I have all the records. ) However, the 24-hour customer service put me on hold for over 30 minutes and never returned. I left numerous messages on the voice mail of XXXX XXXX, but I have never received a single response. The branch assistant office manager told me that they could not help and told me to contact the XXXX XXXX. ( I can give her name if needed ). I noticed that the check for my check account of {$100.00} was issued on XX/XX/2019, by XXXX XXXX located on XXXX XXXX XXXX , XXXX, XXXX, MN, which is in the corporate office building. I am also attaching the Declaration of Loss forms to this mail. Many thanks in advance.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-26

Anaheim, CA

Closing an account

Checking or savings account: Checking account

Funds not received from closed account
Complaint: I received this letter from US Bank around 15 days ago, that they did not credit me the interest and fee adjustment on my fraud claim and with 7-10 days I will receive a check. its been 15 days, I haven't received any check. I should be getting it as soon as possible as mentioned in the letter.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-26

Oak Creek, WI

Managing an account

Checking or savings account: Other banking product or service

Funds not handled or disbursed as instructed
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-25

Orion Twp, MI

Problem with a credit reporting company's investigation into an existing problem

Vehicle loan or lease: Lease

Problem with personal statement of dispute
Complaint: I opened an account with US Bank on XX/XX/XXXX to get a car lease. Account number is : XXXX The billing statement is due on the XX/XX/XXXX of every month and i have been making payments on time upon the receipt of the statement ( paperless billing ). What had happened is that i somehow did not get the XX/XX/XXXX statement or went to my junk emails which resulted in not paying on time. US bank on the other hand did not reach out to me nor given me a courtesy call to notify me of a pass due situation. Instead, the only thing i received in the " Mail '' was a billing statement with double the monthly amount on XX/XX/XXXX and a side not saying " i am pass due on my account '' as in the attached Statement letter. The letter also stated that if i take care of the payment immediately, that can resolve the delinquency situation. I did pay it on the spot as in the attached transaction history ( date highlighted in yellow ). I have tried to reach out to US bank many times, spoken with a dispute department manager. However, they keep saying it was my fault. I am very careful with paying my bills and my credit history speaks for itself, and from my experience with credit card companies, they do care about customer satisfaction and credit integrity. Unfortunately, US bank just decided to ruin what i have been working on for so long just because they wanted to do so. I have almost 30000 $ credit limit combining my credit cards, i also am an XXXX XXXX at XXXX XXXX XXXX. My point is i do make money and under no circumstances i did not want to pay my bill for US bank. I am being very honest and transparent in my complaint and my only hope is for the CFPB to look at it and try to resolve the issue with US bank. I have lost more than 73 points from my credit score for an unlawful mistake, i just want to fix the situation because i am trying to get a mortgage and with that late payment to stay on my report, it would be nearly impossible. Thank you XXXX XXXX
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-25

Berthoud, CO

Confusing or missing disclosures

Credit reporting, credit repair services, or other personal consumer reports: Credit repair services

Complaint: I tried to call them 22 times and they keep hang up on me .transaction date of XXXX XXXX XXXX XXXX is right, transaction date of XXXX XXXX of XXXX is right XXXX XXXX XXXX of XXXX is wrong justanswer membershp XXXXis wrong. so it show that XXXX is do not XXXX that is to be taken out. They also list my card as stoning I cut that thing was cut up by me.ie us bank.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-08-25

Hazelwood, MO

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-24

NC

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Complaint: I was billed an annual fee of {$55.00} on XX/XX/2019. I emailed customer support on XX/XX/XXXX to close my account ending in XXXX. On XX/XX/XXXX, I received an email back stating that the account was closed. XXXX EMAIL TRANSCRIPT - XX/XX/XXXX from XXXX XXXX XXXX XXXX " Dear XXXX XXXX XXXX : Thank you for contacting Cardmember Service via our website about your FlexPerks ( r ) Business Visa ( r ) account ending in XXXX. We have completed your request to close your account. If you have any pre-authorized charges billed to this account, it is your responsibility to cancel these charges. Pre-authorized charges may include, but are not limited to, recurring transactions from merchants such as XXXX XXXX, XXXX, and insurance or internet providers. If the charges are not cancelled, they may continue to be accepted and billed to this account. Your account will remain accessible online as long as an account balance remains and will continue to show online for two additional billing periods once the account balance is at zero. After that time, we will automatically remove the account from Online Banking. Please contact us again if we can be of further assistance. Sincerely, XXXX XXXX. XXXX XXXX XXXX '' XXXX END EMAIL TRANSCRIPT ==== As of XX/XX/XXXX, the account was not closed, and the fee was not refunded. Additionally, a late fee was assessed, including interest. I called in on XX/XX/XXXX to confirm that the card was in fact, not closed, as I was told by customer support. The Annual fee was not refunded as well. XXXX XXXX 's own terms and conditions state the annual fee will be refunded if the account is closed within 30 days of the annual fee posting. Summary : The XXXX XXXX representative lied, and said the account was closed. The account was not closed, and the delay caused fees/interest to accrue, as well as lost eligibility for an annual fee refund.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-24

Colville, WA

Managing an account

Checking or savings account: Checking account

Deposits and withdrawals
Complaint: On XX/XX/XXXX, I deposited a second check from my husband 's job for {$330.00} through the XXXX XXXX Mobile Deposit on the app. This was on a Saturday so my husband and I understood that the funds might not be available until the next business day, which was on XX/XX/XXXX. When the funds didn't come we thought there was a hold on the check since it happened to our first check we deposited through the ATM two weeks prior. Our account is fairly new, however no one verbally told us that all the checks we were going to deposit was going to be put on hold since it was a new account. I have a chase account and I have never had a problem with the account regarding depositing and receiving funds. I contacted the customer service number on XX/XX/XXXX and they told me that the funds were not going to be available until XX/XX/XXXX. I called again on XX/XX/XXXX asking what I could do since it was inconvenient for us to not have those funds. They explained that the funds were placed on hold until XX/XX/XXXX. I had another issues with an account overdraft because I couldn't deposit another check from my husband 's work since I had hit the mobile deposit limit. We didn't want to put in another check that was for {$440.00}, in fear that they would put the check on hold so we deposited it through XXXX XXXX and I went to XXXX XXXX on XX/XX/XXXX to clear those overdraft fees. On XX/XX/XXXX, I called the customer service number and tried to understand what I could do as a customer who needs their funds and they directed me to the bank manager. I talked to her ( XXXX ) and she said that I had to contact the company that gave us the check to see if it was cleared on their end. So I contacted the company that we received the check from and sent her an email with the statement. I called back to confirm that the email was sent and she said yes and that she would send it to Fraud management. I asked if I could contact them to let them know the situation and try to clear the check but she simply said no and that it would take until Saturday or maybe Monday for the check to clear. On XX/XX/XXXX, I called the customer service number in attempt to talk to someone about the status of the check hold and they directed me to the fraud department. The person on the phone stated that I got directed to the wrong number and that all holds on checks were with Risk Management, and that I couldn't contact them since only bank managers could. She apologized that I was told the wrong information and said that there is nothing they could do or I could do and that if my bank manager couldn't do anything then neither can anyone else in the company. She told me that I have been given the wrong information from both my bank manager and the customer service number. It's Saturday and my husband and I both need the funds since we are not in our area for the weekend and planned on using those funds for necessities.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Arcadia, CA

Problem with a purchase or transfer

Credit card or prepaid card: General-purpose prepaid card

Charged for a purchase or transfer you did not make with the card
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

CA

Managing the loan or lease

Vehicle loan or lease: Loan

Billing problem
Complaint: I am making additional payments and they are just prepaying future months and I receive bill saying I do not need to make payment ( owe {$0.00} ). I want to pay monthly amount and extra to principal. They show me prepaid into 2020. I have contacted them several times. The billing is engineered to discourage extra/early payments. It is not allowing me to make extra monthly payment in a reasonable way.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Billings, MT

Problem caused by your funds being low

Checking or savings account: Checking account

Overdrafts and overdraft fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Fort Rice, ND

Fees or interest

Credit card or prepaid card: General-purpose credit card or charge card

Problem with fees
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Discovery Bay, CA

Problem with a lender or other company charging your account

Checking or savings account: Checking account

Transaction was not authorized
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-23

Oregon City, OR

Threatened to contact someone or share information improperly

Debt collection: Credit card debt

Talked to a third-party about your debt
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-23

Tampa, FL

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report

Reporting company used your report improperly
Complaint: I have a new hard inquiry on my XXXX that I don't know. It is from elan financial whom I don't know They have left no contact info. I called XXXX with no results. Please help for I believe this is an attempt of identity theft.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-22

Moline, IL

Managing an account

Checking or savings account: Checking account

Problem accessing account
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-22

Managing an account

Checking or savings account: Savings account

Deposits and withdrawals
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-22

San Ramon, CA

Lost or stolen check

Money transfer, virtual currency, or money service: Traveler's check or cashier's check

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-22

Lb, CA

Unexpected or other fees

Credit card or prepaid card: General-purpose prepaid card

Complaint: This is a XXXX XXXX prepaid Visa 1-2-3 rewards, not to be confused with the 1-2-3 Master card. My prepaid card is used almost exclusively to make it easier to pay bills ; as I'm XXXX and on a fixed income. The monthly fee for this type of card is {$3.00}, but if your balance is less at the time the fee is charged, they charge less. I had {$28.00} on my card on XX/XX/2019 ; the date the fee comes off They charged me {$4.00} and when I called to inquire about this the rep told me the fee changed XX/XX/XXXX. I stated I had not gotten anything letting me know this fee had been raised and the rep said she could not do anything about this I then went to the XXXX and looked at the FAQ 's updated XX/XX/2019 for this particular card because they have several different cards with different terms There it tells you that the fee is {$3.00}, and under the cardholders agreement, the same. It had also been updated XX/XX/2019. It further states that if they are changing the fees associated with this card, they will give written notice prior to the effective date as required per applicable law. According to FDIC.gov rules on their website, it states that the increase must be in writing and highlighted in some manner. I did not get anything from them. When I had finished my homework ; so to speak, I called back. I told them what I had found. They put me on hold to look for themselves. The floor supervisor I was speaking with came back and said that he just checked the website and it states the fee is now {$4.00}. I told him he was crazy because the website I was at said no such thing! I asked him to waive the fees. He said no. I am pretty stressed at this point in the whole darn mess. I needed that money for a bill. It is unlawful to do what they have done. Besides my not receiving written notice, it clearly states their rates are different than what they are charging and that is false advertisement, I am pretty sure. At least in California it is.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-22

San Gabriel, CA

Opening an account

Checking or savings account: Checking account

Didn't receive terms that were advertised
Complaint: I had a promotion XXXX bucks when I opened a business checking account at XXXX. I asked their representative XXXX in XXXX US Bank branch what do I need to qualify. She said just deposit XXXX in checking account. So I did it. I called customer service after 2 weeks later to ask for my XXXX bonus. They checked said I am not enrolled it the bonus because I didnt open their saying account. What? I double check with branch representative. She said everything is ok she already put code into my account. Then I went back the branch to talk with branch manager XXXX. They just reliazed they forget to help me to open the saving account. They said sorry to me they made this mistake.But she can not honor this offer to me. It is very unfair to me. They are the promotion creator. They should know the detail more than me. And if I didnt go back the branch. They still dont know either. And their attitude is not good. Why I should lost the bonus because of their mistake?
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with monetary relief

Timely Response

2019-08-22

Oak Grove, MO

Managing an account

Checking or savings account: Checking account

Problem using a debit or ATM card
Complaint: Name XXXX XXXX Bank Institution : US Bank Account # XXXX Routing # XXXX SSN XXXX I contact US Bank in XXXX to advise of fraudulent activity to my checking account. They advise of sending me another card and would research and refund the fraud charges. I contacted them again after receiving the new card but the funds had not been returned. They advise about sending paperwork. Still nothing.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-08-22

Chicago, IL

Incorrect information on your report

Credit card or prepaid card: General-purpose credit card or charge card

Account status incorrect
Complaint: My credit unions credit card provider merged vendors in XX/XX/XXXX. As a result all of the credit unions grandfathered XXXX cardholders would be issued a new credit card from ELAN FINANCIAL. I had been a loyal XXXX cardmember since XXXX. My account remained in good standing over the years as I utilized both their electronic statement notices as well as their automatic payments. On XX/XX/XXXX I noticed my XXXX auto-pay had not posted my checking account. Since it usually does on the XXXX, I called XXXX concerned. They cold transferred me to ELAN FINANCIAL and it was then I was informed by an ELAN rep of the merger. ELAN informed me my old XXXX card was closed in XX/XX/XXXX. My online account access, electronic statements and any associated auto-pay ceased as well. Not once did ELAN send me notice, either written or electronic, prior to the closure and opening of my XXXX and ELAN cards, respectfully. After speaking to credit union to verify this merger wasnt a scam, I called ELAN back on ( XX/XX/XXXX ) and asked to set up my online account, make a payment and create a new auto-pay. XXXX Rep said I couldnt do that until I received my new card. Thats when I discovered the credit union had given ELAN an old address and the card sent 30 days before was likely lost. ELAN issued a new one to my correct address. Since I didnt feel comfortable giving out my banking info to someone over the phone, I decided to wait to receive the new card ( in 5-7 business days ) and pay it online then. XX/XX/XXXX -23 days later, no replacement card ( ending in XXXX ). I called ELAN and paid more than what normally would have been my monthly minimum due to avoid being reported late. I also requested another replacement card to be overnighted. The card was never ordered by the ELAN rep on XX/XX/XXXX. XX/XX/XXXX I received a credit monitoring notice ELAN had reported me 30 days past due. I called ELAN and had a long conversation with a supervisor explaining everything that had occurred. All of which started as a result of ELANs failure to provide any notice of the merger to begin with. The company caused even further damage by not communicating to card members ( prior to their 1st due date under ELAN ) that both their electronic statement notifications and autopay arrangements had been cancelled. Even an email notice that either service had ceased wouldve given some a chance to rectify it. The supervisor took my XX/XX/XXXXminimum due on XX/XX/XXXX and removed my late fee.She also ordered a third replacement card as I never received the first two ( third card ending in XXXX ). She also agreed I shouldnt be held responsible for the 30 day delinquency reported on my credit report. Especially since I reached out to ELAN ten days after my first missed payment and have proactively been trying to resolve this matter. ELAN couldve avoided all of this by providing proper notice to its card members. ELAN has received numerous complaints for their lack of sufficient notice to card members and the cancelling of autopays resulting in many credit report delinquencies against members who dont have a history of being late.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response

2019-08-22

Saint Clair, MO

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: In 2016, I received a letter from US Bank indicating someone attempted to open a credit card using my identity from an unknown address. At that time I reviewed my credit report, saw no activity, but put a fraud alert onto my account. Recently, while applying for new credit, I noted a past due balance with late payment activity on my credit report from US Bank connected to this false address. I contacted the credit bureaus to dispute the activity. XXXX indicated they would not remove this activity from my credit report. I tried calling US Bank to dispute the report, but was put on hold and bounced from number to number for 20 minutes.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with non-monetary relief

Timely Response